Contract Support

Leeds – England – United Kingdom of Great Britain and Northern Ireland

Job Purpose

Responsible for the management of the ‘lifecycle of a work order’, ensuring work orders are logged, escalated, closed and billed in line with SLAs, and our commercial and contractual requirements.

Responsible for delivering to contract standards, in line with operational procedures and processes, and providing exceptional customer service and administrative support to ensure the effective end-to-end management of work order and client billing processes.

Role Summary

Contract

• Effectively manage all aspects of the ‘life cycle of work order’ process.
• Understand the Work Order lifecycle from job inception to completion as it drives all activities that sit within the role.
• Drive high quality commercial and compliance performance through understanding the contractual commitments, ‘better buying’ and the use of preferred suppliers.
• Compile and provide cyclical and ad hoc reports, to enable data driven decision making
• Constantly strive to improve quality, service and efficiency through working innovatively, sharing ideas and best practices across the wider Contract Support team.
• Continually utilise, update and develop systems to maximise efficiency benefits for the customer and GWS.
• Support the preparation and delivery of Contract Review meetings, Contract & Business Unit Review packs and Customer Monthly Management Reports.
• Update labour allocations to ensure accurate client reporting.
• Ad-hoc support including but not limited to reporting as requested by Business Unit or Business/Finance.

Finance

• Driving profitability of each Work Order moving the job from a completed work order through the billing process to ensure profits are maximised.
• Co-ordination of the billing application, calculating margins, raising invoices and submitting to client.
• Management of the regional finance heatmap which includes reports as listed below;
• Creation and review of management reports such as; P&L, WIP, Unbilled Revenue, Debt, OPO’s & Invoice Pool, and WebQuotes updates
• Invoice pool monitored to ensure none in the pool longer than 5 days without a query code and all invoices received into the pool not receipted (unless work not complete).
• Ensuring all WIP and OPOs remain under 90 days in age
• Supporting weekly WIP classification (including OOC) and review-
• Support with month-end reconciliations (e.g. Anaplan Annual POs)
• Identify and help drive implementation of savings opportunities to ensure customer and GWS financial savings targets are maximised.
• Goods receipting (both materials & supplier invoices), processing supplier invoices and resolving related queries.
• Comprehensive spend tracking
• Drive high quality financial performance to influence P&L result.
• Liaising with the client regarding payment of invoices
• Liaise with Ops Team for data from attendance planner
• Timesheet & expense processing*

Education

Essential

• Hold academic passes with at least GCSE Maths and English or equivalent

Desirable

• Higher educational qualifications to ‘A’ level or degree (or equivalent)

Skills

Essential

• Financial acumen
• Highly computer literate
• IT Skills to achieve key tasks and give the business a sound reporting base
• Excellent written and verbal communication skills with strong oral presentation skills
• Capable of working in a matrix environment
• Stakeholder / customer management skills

Desirable

Formal training in the use of Excel, Word and presentation software packages

Knowledge

Essential

• A basic understanding of business and customer-facing environments
• Commercial awareness

Desirable

• Understands the requirements of operating in a contract environment

Essential

Experience

• Worked as part of a team

Desirable

• Previous experience of a service industry role using operating systems such as Dynamics AX

Aptitude

• Customer focus skills with a passion for customer service
• Self-motivated
• Results orientated, with attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Ability to work under pressure and with changing demands and priorities
• Confidential and discrete

Circumstances

• The individual must be willing to undertake travel as the role/business requires

Core Competencies

• Customer Service
• Communication
• Integrity
• Attention to Detail